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Satisfied Customers versus Loyal Customers – Who Cares? I do and we all should!

Enough of this satisfied customer thing – Enough of this “I have a great base of customers who say they will refer me.” (a high NPS rating). I’ve listened to it for years – I’ve even, at times, bought into the whole concept. Every time I hear about a company who has a long list […]

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The Chapman Group, founded in 1988, is a consulting firm that solves sales and account management challenges resulting in stronger relationships, increased revenues, and higher margins. We assist clients of all sizes, across a broad spectrum of industries, through the implementation of innovative processes, methodologies, best practices, skills and tools.